Barcelona airport
Air passenger rights
Due to the Regulation No. 261/2004 of the European Parliament and the European Council, all passengers whose flight includes at least one arrival, departure, and/or stopover at a Spanish airport, enjoy the legal rights of a passenger.
In case of violation of these rights, the passenger has the right to file a complaint which may give rise to financial compensation or any other type of compensation. If a passenger is dissatisfied with the service during a flight, but is not entitled to file a complaint, he/she still has the option to file a complaint or a suggestion.
Assumptions eligible to claim
In the following we show you a list of the most frequent cases, in which you have a right to complain and which are usually presented to airline offices, airports or other entities concerning the journey, e.g. travel agencies, tour operators etc. In order for claims based on these assumptions to be accepted, certain conditions must be met, i.e. the passenger must have fulfilled his or her obligations as a passenger and the passenger's rights must have been unjustifiably violated. This is because there may be legally developed situations described here - such as force majeure for example - that do not give rise to claims in such a case.
- Delays or cancellation due to airline strikes (claimable up to 3 years ago)
- Passengers affected by cancellations can use specialised complaint services and obtain financial compensation for the cancelled or delayed flight.
- Non-existent, confusing, neutral information, or denial of it.
- Denial of boarding due to overbooking, delays, or flight cancellations.
- Failure to provide the right to claim.
- Incidents with the ticket, its issuance, or change of class.
- Delays in departure or arrival of the flight.
- Lack of assistance in departure delays.
- Missed flight or missed flight connection.
- Damage to or loss of baggage.
- Discrimination against passengers with disabilities or reduced mobility.
- Lack of security at the airport or on board the aircraft
- Deficiencies in the service provided at the airport or on board the aircraft
- Accidents and/or injuries.
- ...more cases.
How to file a complaint
Do not leave the airport or the area where the incident has occurred until you know how the complaint process you want to initiate works ( means or channel, deadline, provision of documentation, etc.), as some complaints must be handled on site, while others can be handled within a reasonable period of time by ordinary mail or internet.
For this purpose, and depending on the entity complained of, complaint forms are available at airline counters, airport information points, airport shops, or you can download the form online when it is not necessary to file the complaint on site.
Be thorough in detailing the events and keep all the documentation about them, even if you do not find it useful. After submitting the complaint, if you do not receive an answer within the time limit indicated, or if you are not satisfied with the conclusion of the complaint, you can file an appeal with the Court of Justice or contact the State Aviation Safety Agency (in the case of a complaint to an airline).
Additional information
Due to the complexity and constant evolution of regulations and legislation, the information presented here may not be totally accurate, incomplete or out of date, and it is therefore the responsibility of the interested party to make all means available to check this information.
You can find further information (details of each case, compensation, regulations, addresses and telephone numbers, etc.) on the website of www.aeropuertosenred.com, in the sections dedicated to Passenger Rights.
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